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Gooner_J
Mentor

Freezing and glitchy picture

Twice now watching sky sports on now tv via LG smart TV I have had the same issue. The picture freezes and stops and then in a few seconds it's briefly is ok again before it freezes again. It's SO annoying ! The only fix is to turn the TV or app off and on again and that can take ages. And even then it can happen again.

Help me please ?!
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16 Replies
SeeMoreDigital Legend 5
Legend 5

Re: Freezing and glitchy picture

Hi @Gooner_J,

 

Sorry to hear you're having problems. In order to help you, can you please provide the following information: -

  • What's your LG televisions 'Model/Type' number and 'Software Version' number?
    [Which can be found via: Support '?' -> Product/Service Info.]
  • What's your NOW TV 'app' version?
    [Which can be found by launching the NOW TV app then visiting: My Account and looking 'top right' of the screen...]
  • Have you tried your LG televisions 'Intialization of App' option (if available on your model)?
    [Which can be found via: Support '?' -> Initialization of App]
  • How is your LG television connected to the internet. Is it via a hard-wired or wireless (WiFi) ethernet connection?
  • Who is your ISP (Internet Service Provider)?
  • Are you running any form of VPN (Virtual Private Network)?
  • Have you tried re-booting your router (by disconnecting the power, waiting 30 seconds and reconnecting the power)?

Sufficed to say, the more detailed information you are able to provide, the easier it will be for us and/or the NOW TV developers to work out a solution for you!

 

 

Cheers

• TV 1: LG 65UH770V | Software: v05.30.65 | OS: webOS v3.3.4 • TV 2: LG 43UH668V | Software: v05.50.55 | OS: webOS v3.3.4 • All TV's: NOW TV app v4.7.25 | Post Processing Features: All disabled  • ISP: Virgin Media@100Mbps | WIRED NETWORK: 1Gbps | NAS: Synology DS212+ •
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Tymo76
Scholar

Re: Freezing and glitchy picture

This is actually happening to me too while watching the darts. I'm using a Now TV smart box. I've been having sound drop outs, restarting the stream sorts it out for a while.
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SeeMoreDigital Legend 5
Legend 5

Re: Freezing and glitchy picture

With repect @Tymo76,

 

Watching Now TV content on a 'smart box' is very different to watching Now TV on an LG television using its in-built Now TV app!

 

If you're having image quality issues with your 'smart box', please submit your complaints within the dedicated NOW TV Smart Box section of the forum.

 

Cheers

• TV 1: LG 65UH770V | Software: v05.30.65 | OS: webOS v3.3.4 • TV 2: LG 43UH668V | Software: v05.50.55 | OS: webOS v3.3.4 • All TV's: NOW TV app v4.7.25 | Post Processing Features: All disabled  • ISP: Virgin Media@100Mbps | WIRED NETWORK: 1Gbps | NAS: Synology DS212+ •
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Tymo76
Scholar

Re: Freezing and glitchy picture

With respect!

I'm very aware that the LG app and "smart box" are very different. However, I was thinking maybe there is an issue with the stream at their end. I wasn't suggesting by restarting the stream on the "smart box" would also solve everybody's problem!
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Gooner_J
Mentor

Re: Freezing and glitchy picture

Now to App is version 2.13.3

TV is a 32ls570t-zb

Lg tv has current version 04.62.12 software ( I have updated just now so don't know if this is the solution yet or not)

There are no VPN and I have a fast virgin city based wired Ethernet connection

I haven't rebooted the router yet

Many thanks- any suggestions very welcome
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Gooner_J
Mentor

Re: Freezing and glitchy picture

Now to App is version 2.13.3

TV is a 32ls570t-zb

Lg tv has current version 04.62.12 software ( I have updated just now so don't know if this is the solution yet or not)

There are no VPN and I have a fast virgin city based wired Ethernet connection

I haven't rebooted the router yet

Many thanks- any suggestions very welcome

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NOW TV Team Aaron-R
NOW TV Team

Re: Freezing and glitchy picture


@Gooner_J wrote:

Now to App is version 2.13.3

TV is a 32ls570t-zb

Lg tv has current version 04.62.12 software ( I have updated just now so don't know if this is the solution yet or not)

There are no VPN and I have a fast virgin city based wired Ethernet connection

I haven't rebooted the router yet

Many thanks- any suggestions very welcome


@Gooner_J

 

Hi

 

Sorry for the late reply

 

Heres some of the steps to try for this

 

Update the Software

 

  1. Press the Menu or Settings button on the LG remote control.
  2. Scroll down to Support (usually the last option in the menu - a question mark).
  3. Select Software Update then Check Version.
  4. Ask the customer to check the version number then perform any updates necessary.
  5. Switch off the device from the remote control after any update is performed.
  6. Turn the device back on and repeat the steps 1-4 to make sure the device cache is updated.

Initialisation of premium content

 

To make sure the app hasn't become corrupted:

  1. Press the Home / Smart button on the LG remote control.
  2. Scroll down to Support (usually the last option in the menu - a question mark).
  3. Select Initialisation of Premium and press OK when prompted.

Refresh the Internet connection

 

  1. Press the Menu or Settings button on the LG remote control.
  2. Scroll down to the Network option (the icon that looks like a globe with a plane flying around it).
  3. Select Network Connection and then Start Connection.
  4. Follow the steps to reconnect to the network.
  5. If the customer can connect through a wired connection, ask them to try this as well.

Let us know how you get on with these

 

Thanks

Aaron

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Kemp911
Mentor

Re: Freezing and glitchy picture

I'm struggling with this too trying to watch sky channels on the entertainment pass. Router reset, factory reset, initialisation of premium and initialisation of app have all failed to fix this.

 

If you find a solution please can you let me know.

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Cam-M
Mentor

Re: Freezing and glitchy picture

this issue has cropped up with me as well,  now tv app been used for last 2 years on this tv no probelm - now its freezing at random times but usually about 5 times in 40 min period. this is on the sports channels.  Software is on autoupdate so that is in order - have reinstated the apps and a factory rest on the tv - wifi reset and still this issue continues - Now tv do you have any answers to why this is happening please


Cam 

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